CONTRACT 2nd Line Support Analyst - Leeds - £250 PER DAY - REF 862

• Location: Leeds
• RATE: £220-250 PD

• Free on-site parking
• Education: Commercial exposure required
• Qualifications: ITIL and or MCSE desirable but not essential
• Great exposure to Enterprise level technology and full MS tech stack inc Networking, Security, Virtualisation, Telephony, Physical kit all Windows

JOB DESCRIPTION

Job Title

Systems Support Analyst – 2nd Line Level

Job Purpose

Provide a high level of service support and maintain the group systems and infrastructure, with the responsibility of identifying and implementing new developments, which are aligned with the organisation’s strategy.

Principal Duties and Responsibilities

• Deliver systems and requirements in-line with the IS strategy and the key strategic objectives.
• Assist in the training of department members, end users and new employees.
• Develop and update documents pertaining to system or software procedures, requirements and changes.
• Perform maintenance and backup functions for key systems, resolving issues of diverse scope by reviewing and analysing identifiable factors.
• Conduct testing of systems when required, to ensure efficiency and accuracy, using the appropriate software tools.
• Implement and maintain system security and data confidentiality, integrity and availability across the network.
• Administer, maintain, develop and implement policies and procedures for ensuring the security and integrity of critical systems and issues related to applications support and availability.
• Provide accurate and timely resolutions to challenging technical problems while representing the team in a positive, professional manner.
• Provide support to users during normal business hours and when required in accordance with the on-call rota.
• Provide support by both telephone and user visits where appropriate to ensure quick resolution of software and hardware problems, in line with department SLA’s.
• Install, configure, support, troubleshoot and document all areas of the infrastructure.
• Troubleshoot hardware and software problems for all supported platforms within the business.
• Test, install and configure new hardware and software solutions.
• Log all calls into the service desk application to ensure that statistics and analysis of all calls can be made.
• Ensure that users are kept informed of the status of any outstanding calls.
• Carry out \’ad-hoc\’ tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users.
• Perform system checks in line with procedures set.
• Maintain department inventory and equipment specification files, and maintain error logging of system faults, liaising with users and suppliers to resolve faults.
• Assist with the production of departmental reports on a regular basis.
• Provide weekly reviews of work completed, work in progress and planned work to the Head of Information Systems and members of the department.
• Undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems.

SKILLS:

Required

• Proven background working as a 1st/2nd Line Support Analyst within a Service Desk environment.
• Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software.
• Good working knowledge of Microsoft Windows Server and Active Directory Network Services (Inc., but not limited to TCP/IP, DNS, Group Policy, and DHCP).
• Good working knowledge of Microsoft Exchange.
• Customer focused, with experience of providing advice and guidance to customers over the telephone, e-mail and Internet with a proven track record of service delivery.
• Organised and methodical, with the ability to work to targets and goals unsupervised.
• Enthusiastic, self-motivated team player with the ability to work within a demanding environment and be able to demonstrate a logical approach to problem solving.
• Patience and ability to remain calm under pressure, whilst showing initiative at all times and an ability to apply a lateral thought process to problem resolution.

Desirable

• SQL Server (Administration activities including: installation, performance tuning, security, analysis and reporting, backup and recovery).
• A sound working knowledge of IP Routing and VLAN configurations.
• Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPN’s and granular access policies.
• Good working knowledge of VMware, including monitoring, provisioning, housekeeping and troubleshooting activities to maintain a stable environment.
• Experience of supporting and administrating a VMWare vSphere virtual environment.

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